Ealing Council (London Borough of Ealing)
ICT Service Delivery Officer
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1st Line ICT Engineer (Service Delivery Officer)
ICT & Data Management Department
£32,535 - £39,276 pa (inclusive)
Career Grade 5-7
About The Role
This is a career grade post, with progression through Grades 5 to 7 based on the successful development of skills, experience, performance and demonstrated competence against the requirements of the role.
Are you a customer-focused IT professional who enjoys helping people, solving problems and keeping services running smoothly? We are looking for a motivated 1st Line ICT Engineer to join our ICT & Data Management Department and play an important role in supporting the technology that enables staff to deliver essential services across the organisation.
This is a varied and rewarding role where you will act as a first point of contact for IT support, helping colleagues resolve issues quickly and professionally. You will respond to requests raised through the service portal, email and in person at the drop-in IT helpdesk, supporting a wide range of workplace technology including PC hardware, laptops, mobile devices, telephony and business applications.
Key Responsibilities
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- Act as a first point of contact for ICT support, responding to incidents and service requests received through the service portal, email and the drop-in IT helpdesk.
- Log, triage, investigate and resolve 1st line support issues, ensuring requests are handled promptly, accurately and in line with agreed procedures.
- Troubleshoot and support a range of workplace technology, including PCs, laptops, mobile devices, telephony, peripherals, software and business applications.
- Escalate more complex issues appropriately, providing clear information to colleagues and technical teams to support effective resolution.
- Maintain accurate records of incidents, service requests, actions taken and resolutions within the service management system.
- Contribute to the development and improvement of Helpdesk guidance, knowledge base articles and standard operating procedures.
- Support departmental projects, equipment preparation, account access, device setup and other ICT tasks as required.
- Provide a professional, helpful and customer-focused service, keeping colleagues informed and ensuring a positive support experience.
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About You
We are looking for someone who is customer-focused, organised and keen to develop their career in IT support. You will be comfortable communicating with colleagues at all levels, able to explain technical issues clearly and patiently, and confident in managing competing priorities in a busy service environment. A practical approach to troubleshooting, attention to detail and a willingness to follow procedures and keep accurate records are essential. Experience in a similar IT support environment, or within an organisation of comparable size, would be desirable; however, enthusiasm, reliability, a willingness to learn and a genuine commitment to helping others are just as important.
If you are eager to take the next step in your IT career and make a real impact, we would love to hear from you.
Additional Information
- You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage.
- Please note all applications will be determined on merit.
- This post is subject to Ealing Council's enhanced vetting process.
- Closing Date: Thursday 20 August 2026
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